Lordswood House Group Medical Practice
54 Lordswood Road, Harborne, Birmingham, West Midlands, B17 9DBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 10 April 2024
I had opportunity today to try the new procedure for contacting the practice. I completed a triage form, which was very simple, and I had a doctor ring me the same day to discuss my health and everything was resolved over the phone. The doctor, although not my own, was very kind, courteous, professional and knowledgable. Great service and the new system is very effective.
Visited April 2024
Review titled Lordswood House Group Medical Practice
Replied on 07 May 2024
Dear patient, Thank you for your kind feedback about our new triage system. We are delighted to hear that you have had a positive experience when contacting us and that the doctor was able to provide you with great service. The whole team will be delighted to hear your feedback and thank you for taking the time to get in touch. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Prompt review of symptoms
Rated 5 stars out of 5
by Tom Finnegan - Posted on 05 April 2024
The doctor gave me a thorough check over because of my symptoms which I thought might be a heart problem. After the Review, I felt reassured & very grateful for the care given.
Visited April 2024
Review titled Lordswood House Group Medical Practice
Replied on 09 April 2024
Dear Mr Finnegan, Thank you for your comments and it is great to hear that the doctor was able to reassure you. I will share your feedback with the team who will be delighted they were able to help and support you. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Appointments
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2024
Being trying for 10 days to get an appointment at this place ,impossible, I rang at 8 am like I was told to do and they answered at 8.23 telling me to ring tomorrow and try again well I'm sick of the staff telling me to ring back in the morning ,the place is run like a back street business and management don't want to talk to you because they know the system is rubbish and does not work . I'm off to another surgery as I found that I can get appointments the same day , really disappointed at this place I don't know what the doctors do all day but they don't see patients .
Visited March 2024
Review titled Lordswood House Group Medical Practice
Replied on 04 June 2024
Dear patient, Thank you for your feedback and I am sorry to hear you have struggled to get an appointment. I can see you visited us in March this year and it was during this month we launched our total triage model. To access our services you can now complete a simple form on our website and one of our GPs will triage your request and direct you to the most appropriate clinician. If you are unable to do this yourself, a friend or family member can do it for you or you can call and speak to one of our receptionists who can complete the form on your behalf. I hope that when you get chance to try the new service you will have a much better experience in accessing the help you need. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled communication
Rated 4 stars out of 5
by Anonymous - Posted on 20 March 2024
Whilst I have no qualms in recommending this practice for good care, I am not happy with the communication management. In March 2024You wrote to us informing us of the new appt system, which you know very well will be difficult and worrying for seniors...so you tell us we can contact you about using it, ...but no email is provided or a specific contact person...and why should we want to distract the DRs? Your letter did not explain that at a certain time each day, you would be making the online application form ' temporarily unavailable'.. communication omission ! Your online form offers the opportunity ( for some an obstacle) of sending an image. ..but no details of how this functions. Other practices have instructions available about the formats your system accepts, and how to go about sending an image either from a phone or computer. Few seniors have an at home tech savvy help assistant and accrx are not helpful either. The solutions are not rocket science...
Visited March 2024
Review titled Lordswood House Group Medical Practice
Replied on 10 April 2024
Dear Anonymous, Many thanks for your review and comments. In the weeks leading up to launching the new triage system at Lordswood Medical Group, it was our priority to communicate this to patients in different ways. This included by sms / video clip, on the Practice's phone line message and website, leaflets within the Practice and posting out information to those without mobiles or online access. Prior to launch, we did not envisage that we would need to switch off the triage system - unfortunately we have needed to do this on occasions due to staff sickness, and to prevent overwhelm for existing staff with the resources available. On such occasions, the Practice reverts to the former system where appointment requests are handled by receptionists. The following link explains to patients how to submit a triage request, including attaching photos for a medical request: https://support.accurx.com/en/articles/5390855-patient-support-how-to-submit-an-online-request-to-your-gp-practice Information with the same and other links about how to complete the triage form was sent via sms to patients before the triage system launch, alongside advice that a receptionist can help patients to complete the form or can complete it on their behalf, either in person or by telephone, if they cannot complete it themselves. Receptionists are always on hand to help, and can also help to explain how to attach images, should you have any further difficulties. We hope this addresses your concerns. Kind regards Lordswood Medical Group
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Review titled Awful services
Rated 1 star out of 5
by Nicola mcsharry - Posted on 09 February 2024
I call to make an appointment today to se a doctor. I first spent 35 minutes on the phone to get through to the receptionist. Upon doing so her cold and unsympathetic attitude was the first obstacle I came across. I was told there was no appointments left for that day and March was the next appointment. I was then questioned about why I needed the appointment to see a doctor and made to feel as though I was a problem and embarrassed for calling in the first place. No empathy. I felt as though she was just getting rid of all her calls. I have a telephone appointment in a weeks time not with my gp meanwhile I have to continue with my symptoms. The level of services I experience when contacting my doctors surgery has deteriorated it’s not worth contacting them if you are unwell.
Visited February 2024
Review titled Lordswood House Group Medical Practice
Replied on 19 February 2024
Dear Nicola McSharry, Thank you for your feedback and I am sorry to hear the service you received fell below our usual expected standard. Our trained receptionists do need to understand why you are requesting an appointment in order to direct you to the most appropriate clinician. As a practice, we understand patient's frustrations at having to wait, but demand for our services at this time is particularly high and we continue to do the best we can with the resources we have available to us. There is always an on call provision every day for more urgent appointments should this be required. By mid-March, we will be introducing a full triage service, led by our GPs to try and help us further manage the increased patient demand. Further details about this can be found on our website. We appreciate you taking the time to provide feedback. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Good practice.
Rated 5 stars out of 5
by Eileen Vaughan-Moore - Posted on 08 February 2024
Once I got a consultation, the receptionist and Doctor were friendly and professional. Getting through on the phone takes time and a great deal of patience.
Visited February 2024
Review titled Lordswood House Group Medical Practice
Replied on 19 February 2024
Dear Eileen Vaughan-Moore, Thank you for taking the time to feedback about your recent experience. We are aware there are sometimes long waits on the phone due to the high level of demand for our services currently and we are sorry for any delay in answering your call. From mid-March we are introducing online triage for patients to help manage this demand and further details about this can be found on our website. Thank you for taking the time to provide feedback which I will share with the rest of the team. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled If you can’t use a computer you aren’t welcome
Rated 1 star out of 5
by Mrs H - Posted on 29 September 2024
I have been trying to get an appointment for medical issues including a chest infection at this surgery for 2 weeks now. I struggle to use a computer as I have a learning disability and aren’t used to using one and am elderly. The receptionist refuse to make me an appointment over the phone and say they can’t see the appointments at reception I have to use the online form. I have submitted seven online forms now but none have been quite right and when i call they tell me I have to try again. I have begged them to make me an appointment over the phone but they refuse and say they can’t see the appointments and I have to do the online form. I can’t do it and dont know what to do as my health deteriorates. I have tried to make a complaint but the link to the form on the website is broken so I can’t even do that. In the meantime my health continues to deteriorate.
Visited January 2024
Review titled Lordswood House Group Medical Practice
Replied on 14 October 2024
Dear patient, We are sorry that you have encountered difficulty in accessing services. In light of your complaint we are actively addressing the system currently in use and shall be offering additional ways to book, and increased routine appointment availability. Please do call in to the surgery and ask to speak with one of the managers should you so wish, and we shall endeavor to update you on the changes implemented.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2024
After 1 hour and 45 mins waiting in a queue for an appointment. I was told no appointments at all and to call the next day. I am a GP myself and don’t have the time to keep calling back to make an appt. Truly shocking and poor access. I will not be staying with this practice.
Visited January 2024
Review titled Lordswood House Group Medical Practice
Replied on 19 February 2024
Dear anonymous, Thank you for getting in touch and I am sorry to hear about your recent experience. As a fellow colleague, I am sure you can appreciate that a Monday morning is the busiest time for contacting the practice. Despite having as many staff as possible available to answer calls, demand for our services is incredibly high at this time. From mid-March, we are introducing an online triage system to further help manage demand for our services. Further information about this can be found on our website. This might be a preferred option for you rather than having to call us and make access a little easier for you should you decide to remain with us. Thank you for taking the time to feedback. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Awful receptionists
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
Cannot get to see my doctor even tho doctor told me to make appointment january.have to go to surgery to request prescription even tho on repeat but whilst ther cannot get appointment with doctor as cannot get past barrier of rude receptionists.what to do? How can this be happening that we cant get to see a doctor.ridiculous set up!
Visited January 2024
Review titled Lordswood House Group Medical Practice
Replied on 12 January 2024
Dear Patient, Thank you for your message and I am sorry to hear you were unable to make an appointment with your doctor. We do have a number of appointments available, including book on the day, so please do get back in touch with the practice and we will do our best to help you. We take patient feedback very seriously and will use your comments to help us improve our services to patients. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Long delays in replying NHS mail message and phone
Rated 3 stars out of 5
by Nadeem Ahmed - Posted on 02 November 2023
I was desperately trying to chase result of an investigation from my practice that was done in September 23. I sent message via my NHS app 2 times in october. First time I was asked to wait. Second time no reply from practice, after 7 days of waiting called surgery and was on hold for 1 hour before someone answered my call. Receptionist and admin staff were helpful and eventually were able to answer my query. Practice should have replied to my message in 7 days and that would have saved lot of mine and receptionist time.
Visited November 2023
Review titled Lordswood House Group Medical Practice
Replied on 12 January 2024
Dear Nadeem Ahmed, Thank you for your message and I am sorry for any frustration that was caused. The initial wait was because we had not received the information we needed to pass on to you but I am glad this has now been resolved. We take patient feedback seriously and will use your comments to help us improve in the future. Kind regards Angie Newton Business Manager Lordswood Medical Group